2014
BS Business Administration Major in Financial Management
Universidad de Zamboanga
Get to Know Me
Hi, I’m Madz. I bring over 7 years of customer service experience including 4 years specializing in Quality Assurance, with a proven track record in supporting remote teams across U.S. time zones. I’m also trained in bookkeeping and skilled in organization, task management, and process improvement.
I’m passionate about helping businesses run more smoothly by streamlining workloads and creating efficient systems. My focus is on providing reliable, high-quality support that adds real value. If you're looking for someone who takes initiative, communicates clearly, and genuinely wants to help you succeed, let’s work together.
My Skills and Competencies
Data Entry
Email and Calendar Management
Process Documentation
Data Analysis and Reporting
E-mail/Chat Support
Workflow Management
Customer Service Quality Assurance
Google Workspace
Slack
Zoom
Certificates
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My Experience and Education
2024
-
2025
Awesome CX
(Senior QA Analyst)
Created and maintained reports on quality metrics, highlighting key insights and actionable recommendations
Ensured adherence to internal procedures, brand guidelines, and regulatory requirements
Contributed to the development and continuous improvement of QA rubrics and customer service policies
Identified recurring issues in customer interactions and worked with cross-functional teams to resolve root causes
2020
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2024
Awesome CX
(Quality Assurance Analyst)
Monitored and evaluated customer interactions across phone, email, and chat to ensure service quality and compliance
Scored agent performance using QA scorecards and provided detailed, actionable feedback
Led regular coaching sessions to help agents improve and meet performance standards
Collaborated with team leads and trainers to spot trends, address gaps, and support continuous improvement
Participated in calibration sessions to maintain evaluation consistency and fairness
2017
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2020
Awesome CX
(Customer Service Representative (Chat/Email/SMS))
Handled customer inquiries via chat, email, and SMS in a fast-paced environment
Maintained professionalism, empathy, and accuracy while resolving concerns
Consistently ranked as a top-performing agent for quality and customer satisfaction
My Services
Admin Support
Handles calendar, inbox, file management, and admin tasks to keep operations organized and on track.
E-mail/Chat Customer Support
Responds to customer inquiries via email and chat, providing prompt, friendly, and accurate support.